Client Services and Operations Specialist

Allied Solutions•Carmel, IN

21h•Onsite

About The Position

Operating with a high degree of autonomy, the Client Services and Operations Specialist independently manages client relationships and serves as the primary point of contact for all aspects of the GAP product. The role manages the strategic setup, oversight, and continuous optimization of lender and carrier rates, coverages, lender contracts, and contract changes and renewals across multiple systems. It involves onboarding clients, diagnosing complex issues, implementing solutions to meet lender requirements, and overseeing program changes and renewals to support seamless transitions and regulatory compliance. The specialist is the GAP subject matter expert for internal and external stakeholders, resolving escalated inquiries involving product functionality, Allied’s Premium Accounting System (PIMS), the client-facing online quoting and sales application (iQQ), and GAP claims resolution. The position requires advanced problem-solving, cross-functional collaboration, precise client-data management, effective communication, analytical thinking, and continuous process improvement. Responsibilities include maintaining regulatory alignment and required sales and fulfillment forms; coordinating with Legal on state-specific compliance and lender agreements; managing product inquiries and supporting the call center; overseeing client onboarding and lifecycle changes; preparing contracts, amendments, rating worksheets, and reports; configuring rates, coverages, and fees in PIMS and iQQ; coordinating with internal teams and clients; conducting system testing and training; proofreading marketing content; and managing the fulfillment and inventory of client marketing materials.

Requirements

Bachelor’s degree or an equivalent combination of education and directly related work experience.
3–4 years of relevant experience.

Responsibilities

Ensure regulatory compliance in client interactions, program adjustments, and GAP product management.
Serve as the primary problem-solving resource and subject matter expert for GAP program management.
Develop, track, and maintain regulatory forms used for product sales and fulfillment.
Work with Legal to ensure documentation aligns with state regulations and lender agreements.
Ensure documents reflect state-specific coverage and exclusions and client-specific coverage requirements.
Manage GAP product inquiries through email, phone, and chat, and provide guidance and backup support to the call center.
Provide timely guidance to ensure compliance and accuracy in sales processes and client interactions.
Oversee new-client onboarding, program modifications, name changes, mergers, and terminations.
Create and execute client contracts, amendments, and rating worksheets for GAP Underwriters.
Validate and configure lender rates, coverages, and fees in PIMS and iQQ to support accurate borrower pricing and remittance.
Coordinate communication among sales, senior field managers, clients, Legal, Accounting, and other relevant teams.
Generate and distribute monthly reports for GAP Underwriters, field teams, and clients.
Prepare client performance reviews and manage CRM ticket requests.
Conduct system testing and troubleshooting, and provide training.
Proofread and verify marketing content before distribution.
Manage fulfillment and distribution of client marketing materials, monitor inventory, and recommend replenishment strategies.